Customer Service Quality Assurance

LOVELL F PHILLIPS

Ft Worth, TX ***** • 817-***-**** • ******@*****.***

PROFESSIONAL SUMMARY

High-achieving professional with 15 years of experience exceling in both collaborative team environments and independent work settings. Committed to delivering exceptional support to colleagues and customers, I thrive in fast-paced environments where teamwork, dedication, and best practices are valued. Leveraging my strong work ethic, exceptional organizational skills, advanced data analytics expertise, and proficiency in technology, I consistently drive results and make a positive impact in any organization.

SKILLS

Customer and Personal Service Time Management

Communication

Service Orientation Judgment and Decision Making

Complex Problem Solving

Account management knowledge

Secure data practices

Vairkko

Quality assurance controls

KNOWLEDGE

Effective Communication

Outstanding clerical abilities

Documentation skills

Adaptive team player

Data collection and sampling

Internal & External Customer Service Skills

Diversity Awareness

AS-400 (Central Square)

MS Office (Excel, Word, Power Point, Microsoft Outlook)

Customer Relation Management (CRM)

Regional Network Interface (RNI)

Meter Data Management (MSDS)

Geographic Information System (ArcGIS)

Maximo – Work order management

Smart Work Compass (MDMS)

Smart Phone Meter Reading (SPMR)

Novus

Work History

Senior Account Technician/Trainer

City of Fort Worth Meter Services- Fort Worth, TX 2013 - 2024

Assisting technicians with billing processes through Compass (MDM).

Providing coverage when needed, ensuring timely completion of daily duties.

Collaborating with senior account technicians and supervisors to optimize team workflow and improve productivity.

Motivating staff to complete assigned tasks and proactively take on additional responsibilities.

Providing guidance and answers to customer escalations and general questions, ensuring accurate information is provided to the customer service department.

Training technicians on billing exceptions and researching issues with customer’s reading or billing discrepancies.

Working closely with supervisors to develop training programs and procedures for field and office staff.

Covering for supervisors during absences or vacations.

Developing, updating, and training new policies and procedures to meet operational goals for AMI, maintenance, safety, and office operations.

Collaborating with managers and supervisors to deliver exceptional internal and external customer service.

Working closely with the AMI administrator to ensure timely training for field and office staff.

Resolving workflow issues that may arise during busy periods, ensuring tasks are completed on time.

Creating and presenting training materials, including Standard Operating Procedures (SOPs), PowerPoint presentations, job aids, and FAQs.

Providing support and guidance to office and field staff in a team-oriented environment.

Demonstrating initiative, creativity, and critical thinking skills to tackle complex tasks and achieve goals set by supervisors.

Customer Service Representative

Texas Workforce Commission - Fort Worth, TX 2009 - 2012

Respond to phone calls from claimants seeking assistance with their unemployment benefits, including processing new claims and or addressing concerns and questions about the number of benefits remaining, eligibility issues, disqualification issues, or overpayments on their claims.

Made decisions on claims for claimants being able and available for full-time work.

Assistant Sales Manager

Lerner New York and Company - Fort Worth, TX 2007 - 2009

Excelled in sales growth by increasing merchandise and company credit card sales to customers, driving revenue growth for the store.

Supervised and managed all store associates in their opening and closing duties, ensuring seamless operations and high-quality customer service.

Collaborated with the marketing team to plan and execute effective sales strategies, setting up store displays and promoting new merchandise to drive customer engagement.

Served as Visual Manager, overseeing the creation of visually appealing floor sets, including changing walls, tables, and window displays to showcase new merchandise.

Hired and on boarded new employees, processing applications and conducting interviews to ensure successful candidate selection and a smooth transition into the team.

Managed daily time and attendance records, creating schedules for associates and managers to ensure optimal staffing levels and efficient operations.

Ring up final purchases for customers, providing exceptional customer service and ensuring accurate transactions.

Participated in weekly conference calls with district manager and other stores, sharing best practices and staying informed on company initiatives.

Provided support to other stores as needed, demonstrating flexibility and teamwork in a fast-paced retail environment.

Received and processed new shipments, accurately scanning boxes and reporting inventory levels to headquarters.

Tags and displays of merchandise as needed, ensuring effective product presentation and merchandising standards.

Trained new associates in successful sales techniques and performance strategies, empowering them to drive sales growth and provide exceptional customer service.

Customer Service Representative/Dispatcher

City of Fort Worth Field Operations - Fort Worth, TX 2000 - 2008

Resolved customer complaints and queries in a timely manner, prioritizing prompt issue resolution.

Coordinated with crews to dispatch repair teams to address water main leaks, sewer issues, service breaks, and other concerns reported by customers through the customer service center.

Utilized Dig-Tess services to locate underground cables and facilitate efficient water or sewer repairs.

Created tickets for supervisors when in the field to ensure seamless communication and task management for repair crews.

Initiated calls to the fire department for water shutouts and gas breaks, ensuring prompt response times.

Assisted with answering calls related to transportation issues, such as traffic light malfunctions, fallen stop signs, inclement weather, and road maintenance needs (e.g., tree removal and sanding for icy conditions).

Performed various administrative tasks as needed to support daily operations.

Provided backup support to supervisors during their absences or when they were out of the office.

EDUCATION

GED

Trimble Technical High School - Fort Worth, TX 08/1993

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